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  1. #1

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    Disneyland or Queueland?

    In another thread, Monotonehell just lodged a common criticism about the gauntlet of queues guests now have to navigate just to get to the entrance of Disneyland. And, I thought the topic is deserving of a separate discussion because Disney can minimize the lengths of many of these queues, but it chooses not to do so in order to operate in a more cost-effective way.

    Are any of the queues at Disneyland that you experience especially grating to you and, as such, especially deserving of management's attention?

    I can think of a few that smack of poor customer service, myself.

  2. #2

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    Re: Disneyland or Queueland?

    The trams are the worst offenders, the lines to get on and off of the trams become so crowded during busy times. Disney designed 4 tram loading/unloading areas at both the Mickey and friends and at the tram drop-off location. But they are underused. I know that predicting flow is not an exact science, however, management can respond more quickly to the crowds and bring more trams online.

    B.D.C.A. (before dca?) walking to or from your vehicle was a simple thing. Now the path is small and obscured, and requires people to cross a major intersection. Poor design.

    One area that they quickly fixed was the Mickey and friends structure. When it first opened, the designers had messed up and forced the people exiting thier vehicles to walk into oncoming traffic to get to the park. Disney reversed the direction of parking and the entrance path of the vehicles which has been a great improvement.

    Lines are a fact of life, but these are some of the ones that are just poor service.

  3. #3

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    Re: Disneyland or Queueland?

    can we outline some of the 'offenders' ?

    parking entrance booths
    stairwells/ramps
    trams
    security
    ticket booths
    park entrance

    what else possibly?
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  4. #4

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    Re: Disneyland or Queueland?

    The trams areas are the worst offenders. They are extremely understaffed and people (guests) don't know where to go. It doesn't help that they keep changing usage. Sometimes some areas are unloading only, sometimes loading and unloading, even this could be helped with more staff directing people. The worst is when they have a crowded loading area and they have to unload at the same place. Not enought room.

    The queue to get in is just as bad. First you go through security (often a real bottle neck), then if you do not have admission media you must queue up to buy admission, then you have to queue up to get in the park of your choice.

    Much of this could be avoided by simply having more staff to perfrom the tasks and direct people.

    Just MHO, YMMV

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  5. #5

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    Re: Disneyland or Queueland?

    Quote Originally Posted by PragmaticIdealist View Post
    In another thread, Monotonehell just lodged a common criticism about the gauntlet of queues guests now have to navigate just to get to the entrance of Disneyland...
    DOBBER!

    Quote Originally Posted by PragmaticIdealist View Post
    Are any of the queues at Disneyland that you experience especially grating to you and, as such, especially deserving of management's attention?
    You know, I forgot about all the queues that add insult to injury - the ones you must join to EXIT! Which are pretty much a reverse of the gauntlet to get in.

    I think the first thing that needs addressing is the Tramzilla bottleneck. Improve the foot path for those who choose to walk. Then look at the capacity of the trams and alternatives that can deal with the eb and flow of guests arrivals and departures. A lot of the waiting is because managment doesn't want (and fair enough) to have drivers on standby just in case of increases in guests. Possibly some automatic system could be looked into that doesn't get affected by swelling crowds (PEOPLEMOVERS! )

    But before that they'd need to get the Plaza sorted. Otherwise the crowds would just bottleneck at the gates. There was a time where I was suspicious that the trams were used as a regulator to keep the crowds at a manageable level at the gates, but a former CM assures me that management aren't that forward thinking.
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  6. #6

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    Re: Disneyland or Queueland?

    At what point do we stop pointing the finger at Disney and start pointing the finger at the public and the fact that the park is extremely popular. The majority of these Queuezilla's are during peak times and peak days. It is the equivalent of complaining about waiting for Indy for 90 minutes in the middle of summer. Considering the amount of individuals they move in a day I would say the trams are extremely effective, and bringing another one online is not an easy task if they have to physically call in a driver who is not on property. As far as the placement of the security checkpoints, they are placed in front of the tram stops but far enough back to allow for the queue that will always form in front of a bottleneck. Look at LAX... their procedures for bag check are a lot more strict and their lines are a great deal longer. The ticket booths are designed as one common queue to serve multiple stations. This technique has become more and more popular, mainly at banks with a high volume of clients. However this only works when those at the front are paying attention. The main "offender" would be the physical gates themselves which do not have a distinct queue. I asked about this while I worked there and it was deemed a safety hazard to have ropes and poles up in the middle of a large crowd.

    Considering the sheer number of individuals that Disney hosts on a daily basis I think they do an amazing job. Sure the park gets crowded but at that point the individual who attends is as much to blame as Disney. Disney didn't force you to go on a crowded day... you chose to.
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  7. #7

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    Re: Disneyland or Queueland?

    The only line that I have consistently seen that is horrendous is the line for the Trams. Main Gate lines generally aren't that bad. Even on the day POTC reopened it was handled pretty good. The line got really long really fast and they opened additional turnstiles pretty quickly. I have been there on days when they don't open additional turnstiles though and that isn't very service oriented, though they may have been genuinely short handed that day.

    Sometimes bathrooms can get some wicked bottlenecks as they are generally out of the way (understandably) and in narrow areas.

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  8. #8

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    Re: Disneyland or Queueland?

    Here we go again........

  9. #9

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    Re: Disneyland or Queueland?

    I think it's safe to assume that people are more willing to wait for something that is enjoyable, i.e. an attraction, than something that is unpleasant, such as a place where Disney is demanding money.

    Also, one of the reasons I think service at the trams to the parking areas is as bad as it often is has much to do with the fact that there is no place to register grievances once guests leave the trams. Guest Relations needs to position hosts and hostesses in the parking areas to handle any potential problems.

  10. #10

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    Re: Disneyland or Queueland?

    Just get rid of the ineffective security checks.

    Frankly, if you go to Disneyland, you are gonna be standing in a lot of lines. I don't mind them.

    I would like to see a more organized isle system for the trams though. The lines on the ground that outline the seats on the tram are largely ignored. If I remember right, Disney World has chains set up that form lines for specific seats on the tram. Every time people jump across the lines, cutting people off, and making the situation far to nasty. CU@DL is right about the inconsistency with the tram loading and unloading.

    Frankly, chains, or if we want to be classy, velvet ropes would be great for all the pre-park lines. They would set up the rules and keep people more organized.
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  11. #11

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    Re: Disneyland or Queueland?

    Quote Originally Posted by thejoshualee View Post
    Just get rid of the ineffective security checks.

    Frankly, if you go to Disneyland, you are gonna be standing in a lot of lines. I don't mind them.

    I would like to see a more organized isle system for the trams though. The lines on the ground that outline the seats on the tram are largely ignored. If I remember right, Disney World has chains set up that form lines for specific seats on the tram. Every time people jump across the lines, cutting people off, and making the situation far to nasty. CU@DL is right about the inconsistency with the tram loading and unloading.

    Frankly, chains, or if we want to be classy, velvet ropes would be great for all the pre-park lines. They would set up the rules and keep people more organized.
    This would be a good addition, I frequently see people trying to get home cutting in front of others to get a seat. Families having to wait and fight for the ability to sit together on the tram.

  12. #12

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    Re: Disneyland or Queueland?

    Quote Originally Posted by techskip View Post
    At what point do we stop pointing the finger at Disney and start pointing the finger at the public and the fact that the park is extremely popular. The majority of these Queuezilla's are during peak times and peak days. It is the equivalent of complaining about waiting for Indy for 90 minutes in the middle of summer. Considering the amount of individuals they move in a day I would say the trams are extremely effective, and bringing another one online is not an easy task if they have to physically call in a driver who is not on property. As far as the placement of the security checkpoints, they are placed in front of the tram stops but far enough back to allow for the queue that will always form in front of a bottleneck. Look at LAX... their procedures for bag check are a lot more strict and their lines are a great deal longer. The ticket booths are designed as one common queue to serve multiple stations. This technique has become more and more popular, mainly at banks with a high volume of clients. However this only works when those at the front are paying attention. The main "offender" would be the physical gates themselves which do not have a distinct queue. I asked about this while I worked there and it was deemed a safety hazard to have ropes and poles up in the middle of a large crowd.

    Considering the sheer number of individuals that Disney hosts on a daily basis I think they do an amazing job. Sure the park gets crowded but at that point the individual who attends is as much to blame as Disney. Disney didn't force you to go on a crowded day... you chose to.
    There is a difference between a ride having a line, and even lowering capacity (by removing vehicles, etc), and lines and bottlenecks that hinder guest flow. The public should expect a line for Indy, pirates, etc. but not to get on the tram, to get through security, etc.

    It is simple planning and forcasting that if the parks have x number of guests, then there will be a need for x number of trams to handle them. If the problem only existed once in a while, then I would be more understanding, but when the problem occurs daily, it is a management problem.

  13. #13

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    Re: Disneyland or Queueland?

    If I remember correctly, the Disneyland Resort has yet to implement the "No Bags" security entrance.

    The biometric ticketing system would technically allow Disney to operate entrance turnstiles without having a Cast Member stationed at each turnstile. The problem with this is that people do not always notice open turnstiles.

  14. #14

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    Re: Disneyland or Queueland?

    I think this all comes back to the obesity problems in the US. If you have two legs, that work, get off that plastic seat of the tram and walk.
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    Re: Disneyland or Queueland?

    Quote Originally Posted by BoygunaSurf View Post
    I think this all comes back to the obesity problems in the US. If you have two legs, that work, get off that plastic seat of the tram and walk.
    For most people, the path is hidden and obscured. and they have to cross a major intersection. again, poor design.

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